Car Wash Custom Applications Database Tour

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Customer Comments Database

Providing an easy way for customers to give feedback on their visit to your business is imperative in customer relations, as quickly resolving a complaint can turn a customer around and make him a customer for life. We have developed a fantastic system to help you do this. As with all of our products, we can customize the application to meet your needs, but here is how this system works.

These are samples of what we have done, but the possibilities are virtually endless on what can be done for you!

First, the customer visits your website where you would host a form for the customer to input the specifics of their visit. Please see an example at JaxKarWash.net (this link will open in a new window, so you won't be directed away from this page).

When the customer submits their responses, three things happens:

Your customer service rep can then view the comment, and respond immediately, giving the customer instant gratification by providing a resolution to the problem. Here is the top portion of the form they see...

... and the remainder shows the details of the comment. In the "Free Services" box above, the rep can enter a free service to offer to the customer, and add notes pertaining to the incident. Then, they click on the "Process Winback..." button. This will send two emails to the rep:

1) A form letter to be forwarded to the customer. The rep can customize it as needed, but notice the "free service" as entered in the form above is automatically inserted into the letter, as well as a certificate number...

This leads us to the next email, known to as the certificate, which is to be forwarded to the location and held for the customer to redeem for the "free service." This also informs the manager of the problem, so he can work to improve the problem.

When the customer brings their email in, the location manager can access the proper certificate, and ensure that the customer is happy before leaving your car wash.


This process saves labor, paper and postage, but most importantly shows how much you care about fixing a bad experience with a customer.

 

In addition, reports can be generated showing the operator counts on comments to show patterns or weak areas.

TOUR MENU › CarWatch Consolidated | Maintenance Database | Manager Page/Intranet | Chemical Usage Database | Customer Comments Database